Quality Analyst

Location

Noida | India

Job description

Profile: Quality Analyst (Voice process only)

Job Type: Full Time.

Salary: INR up-to 50k per month

Location: Noida sec 16

Min 1 year experience

Shift: US Shift/ Night Shift

Qualifications:

Grads and under grads can apply.

Previous experience Barging Voice calls for tech process.

Requirements:

• Familiarity with quality monitoring tools and techniques, such as call recording systems and evaluation forms.
• Strong analytical skills with the ability to interpret data and identify trends.
• Excellent communication and interpersonal skills, with the ability to provide constructive feedback and collaborate effectively with cross-functional teams.
• Detail-oriented with a focus on accuracy and quality. Ability to adapt to changing priorities and work effectively in a fast-paced environment.

About the role:

The Quality Analyst for BPO plays a pivotal role in ensuring the delivery of high-quality services and adherence to performance standards within the Business Process Outsourcing (BPO) industry. This position is responsible for evaluating the quality of interactions, processes, and deliverables to identify areas for improvement and ensure customer satisfaction.

Key Responsibilities:

1. Quality Evaluation:

Conduct thorough evaluations of customer interactions, including calls, emails, and chats, to assess adherence to quality standards and performance metrics.

Analyse recorded or live interactions to identify strengths, areas for improvement, and opportunities for training and development.

2.Performance Metrics Monitoring:

Monitor key performance indicators (KPIs) such as average handling time, first call resolution, and customer satisfaction scores to track performance trends and identify areas needing improvement.

Provide feedback and coaching to agents based on performance data to enhance individual and team performance.

3.Process Improvement:

Identify process gaps, inefficiencies, and areas for enhancement through quality evaluations and data analysis.

Collaborate with relevant stakeholders, including operations managers and training teams, to implement process improvements and best practices.

4.Training and Development:

Assist in the development and delivery of training programs aimed at improving agent performance and quality standards.

Conduct calibration sessions with supervisors and team leaders to ensure consistency in quality evaluations and feedback.

5.Reporting and Analysis:

Prepare and present regular reports on quality performance, trends, and improvement initiatives to management and stakeholders.

Utilize data analysis tools and techniques to identify root causes of quality issues and recommend actionable solutions.

Job tags

Salary